NEW SERVICE

Did you know Charlton is trialling the new CPCS (Community Pharmacy Consultation Service)

To improve access for patients to a same-day consultation with a healthcare professional, Charlton has joined other local practices in signing up to the new CPCS. The aim is to direct patients to the most appropriate person to help them, which may be a GP or a community pharmacist.

From 23rd May 2022 if your symptoms can be resolved by a booked consultation with the community pharmacist instead of the GP, you will be offered a same-day referral to a pharmacy of your choice. Your consultation may take place on the phone or in person at the pharmacy.

We think this is a positive step in improving patient access to same day appointments for minor ailments, but it will still be down to individual patient choice if you wish to accept the offer.  We are working closely with your local pharmacist who is a highly trained and skilled clinician, experienced in treating minor illnesses. Once you see how great they are at helping with minor ailments we don’t think you’ll look back.

This will also help us to free up GP appointments for people with more complex health needs and ensure that everyone gets treated at the right time, by the right healthcare professional.

You can help us

We are keen to hear what you think and will be listening to your comments and feedback about your experience of using this new community pharmacist service.

 


 CHARLTON MEDICAL CENTRE - MISSION STATEMENT

We are forward thinking and have a proactive approach to preventative medicine. We are a well-equipped practice and use the latest technology which enables us to offer a variety of in-house services.  Our modern pleasant building offers both free parking and disabled access.Our mission is to strive for the highest possible standards of quality personal care in which you are treated with dignity, respect and in strict confidence. Principles of equality and non-discrimination, regardless of race, religion, beliefs, gender or sexual orientation, are very important to all of us.

We are confident that our website will provide clear and concise help and give our patients the information they require in an easy and convenient format. It has been designed with the patient’s needs at the forefront of everything, from checking surgery times to letting us know what you think of us.


CHANGES TO COVID GUIDANCE AND REGULATIONS

Although COVID restrictions are being lifted from Thursday 24th February there are some requirements that remain within the NHS and healthcare settings.

In line with a letter issued to healthcare providers by NHSE on Wednesday 23rd February, we are required to keep all Infection Prevention and Control practices in place. These include:
• Screening patients before attending in person at the Practice to minimise the spread of the virus and keep vulnerable patients safe.
• Continuing to maintain social distance when in the Practice. Continuing to wear face coverings when in the Practice. Thank you for your continued co-operation 


PRACTICE TELEPHONE UPDATE - MARCH 2022

We are excited to share with you the progress we are making on addressing the issues that have been highlighted regarding our telephone system, along with next steps for us to work together to enhance the service for all users.

 Frequent feedback includes

  • Struggling to get through to the surgery on the phone and having to try repeatedly to get into the queue
  • Unsure which option to choose to get through to the right department to handle a query
  • Hearing the same message repeatedly whilst on hold in the queue can get annoying

We acknowledge that these are definitely issues that affect the quality of service we aim to deliver at Charlton and we apologise for the frustration and the inconvenience this has caused. Whilst the Covid-19 pandemic has definitely impacted the volume of calls we are now receiving each day, we like you are keen to move past this and make adjustments where necessary to maximise the technology we have at our disposal.

 What we have done so far?

  • We have looked closely at our website to provide as much information for patients as possible to answer some of the queries we get over the phone. We have introduced a Frequently Asked Questions section which will be updated regularly to answer frequent questions that arise. We will keep the Latest News section updated with current initiatives and changes at the surgery
  • As promised, we have been working closely with our telephone supplier Redcentric to learn more about our system and the ways we can use it better. You will start to see some changes when you ring the surgery and we are hoping that with co-operation from both staff and patients, we will start to move in the right direction.

 What changes will you see and what impact will they have?

A new welcome telephone message and better signposting when you telephone the surgery. You will be greeted by the friendly voice of our Reception Manager Julie who will give you options to select to get through to the correct department to handle your query.

  • OPTION 1 : For medical emergencies only. Our reception staff are not permitted to handle routine calls if you select this option and you will be asked to ring back. This is to keep the line clear for medical emergencies where patients need immediate assistance.
  • OPTION 2 : Booking/cancelling appointments, results and general queries. The highest call volumes are between 8.30am and 9.30am, and again between 2pm and 3pm because this is when people need to be able to contact us to arrange appointments. If you are ringing with a general query or to get results, we would kindly ask that you ring outside of these busy hours. Not only will this stagger the call volumes over the course of the day, but it will significantly reduce your struggle to get through and also the time that you are kept on hold whilst waiting to be assisted.
  • OPTION 3 : Prescription/medication/report queries. This department has recently seen some experienced staff leave and we have welcomed new members to the team. Their phone lines are currently closed between 9am and 10am, and again between 4pm and 5pm. This is a temporary measure to ensure they have protected time for training as a team. Please call outside of these hours and they will be able to assist you with your queries.
  • OPTION 4 : Secretaries and referral queries. Whilst our secretaries are more than happy to assist you with referral queries, we would like to take this opportunity to introduce you to the new My Planned Care Digital Platform. This site provides people waiting for a hospital appointment, operation or treatment (excluding cancer) direct access to the latest wait-time information and support for all acute trusts across England. We encourage you to look at this site where you may find the information you need before contacting the surgery for an update about any elective procedures you are waiting for. 

What we will do and what we are asking from you

  • This is a new way of working for all of us and it will only be a success if everyone works together.
  • We are asking you to please follow the signposting instructions and choose the option related to your query.
  • We know it is tempting to choose another option to try and get through to the right department quicker. To make our system fair to everyone our staff will no longer transfer you to another department if you choose the incorrect option as they cannot discern if this is a genuine mistake or an attempt to cut the call queue to busier lines. Instead, you will be asked to ring back and select the correct option for the team best suited to assist you.
  • When a member of staff feels it is necessary for you to speak to a colleague in another department after handling your initial query, they will be able to transfer you to the appropriate call queue. At busier times on the day when call volumes are higher, they may suggest they will ask the team to call you back.

 What’s next?

  • As with any new system there will be teething problems. We will continually monitor and review feedback and we would ask for your patience over this trial period.
  • We are in discussions with Redcentric to upgrade our system to include “GP Call Connect” and “Hold my Place in the Queue”. We will keep you updated when we have more information to share.

ONLINE APPOINTMENT BOOKING

Our online appointment booking services are currently available for telephone advice calls only. 


PATIENT ACCESS - ONLINE SERVICES - INSTRUCTIONS

If you have not already registered for our online services, please collect your letter (Patient Access Form) from reception. Once obtained, please click HERE  or click on the Request Appointment box below and follow the instructions to complete your online services registration which will allow you to book appointments and request repeat medication online.

ONLINE CONSULTATION INSTRUCTIONS

This facility is whereby you select your problem and answer a list of questions. The information you provide is sent to a Doctor who then decides the next step needed and you would be contacted accordingly. PLEASE NOTE THIS IS ONLY TO BE USED FOR ROUTINE ADMIN RELATED QUERIES SUCH AS, FIT NOTE REQUESTS, AN ONGOING REFERRAL QUERY. THIS IS NOT TO BE USED FOR URGENT ON THE DAY CARE AS  IT CAN TAKE UP TO 5 WORKING DAYS FOR THE GP'S TO ACTION. 

PLEASE CLICK BELOW TO COMPLETE THE FORM

Online Consultation

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(Site updated 27/06/2022)
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